{"product_id":"the-experience-9781119028659","title":"The Experience","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eBring Disney-level customer experience to your organization with insider guidance\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003eThe Experience\u003c\/i\u003e is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience  the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles  Impression, Connection, Attitude, Response, and Exceptionals  give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the customer experience should be for your company, and the changes required to make it happen.\u003c\/p\u003e \u003cp\u003eThe W\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eForeword \u003ci\u003eDr. Spencer Craig \u003c\/i\u003evii\u003c\/p\u003e \u003cp\u003eAcknowledgments ix\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I Preshow (Setting the Stage) 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter One The Experience Path: Why We Wrote the Book and How to Use It 3\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Two The “I. C.A.R.E.” Principles 8\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Three Five Levels of the Experience: What Level Are You? 12\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II Onstage (The Customer Interface) 23\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Four Principle 1: Impression 25\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eImpression 1.1: Engage 30\u003c\/p\u003e \u003cp\u003eImpression 1.2: Intentional 35\u003c\/p\u003e \u003cp\u003eImpression 1.3: Senses 39\u003c\/p\u003e \u003cp\u003eImpression 1.4: Emotion 45\u003c\/p\u003e \u003cp\u003eImpression 1.5: Presentation 51\u003c\/p\u003e \u003cp\u003eImpression 1.6: Professionalism 55\u003c\/p\u003e \u003cp\u003eImpression 1.7: Pristine 60\u003c\/p\u003e \u003cp\u003eImpression 1.8: Pride 65\u003c\/p\u003e \u003cp\u003eImpression 1.9: Likeability 70\u003c\/p\u003e \u003cp\u003eImpression 1.10: Consistency 75\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Five Principle 2: Connection 78\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eConnection 2.1: Communication 82\u003c\/p\u003e \u003cp\u003eConnection 2.2: Deliberate 86\u003c\/p\u003e \u003cp\u003eConnection 2.3: Personalize 91\u003c\/p\u003e \u003cp\u003eConnection 2.4: Affirmation 96\u003c\/p\u003e \u003cp\u003eConnection 2.5: Knowledge 100\u003c\/p\u003e \u003cp\u003eConnection 2.6: Interaction 104\u003c\/p\u003e \u003cp\u003eConnection 2.7: Respect 108\u003c\/p\u003e \u003cp\u003eConnection 2.8: Trust 111\u003c\/p\u003e \u003cp\u003eConnection 2.9: Relationship 116\u003c\/p\u003e \u003cp\u003eConnection 2.10: Finishing 120\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Six Principle 3: Attitude 125\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAttitude 3.1: Idealism 131\u003c\/p\u003e \u003cp\u003eAttitude 3.2: Choice 135\u003c\/p\u003e \u003cp\u003eAttitude 3.3: Desire 139\u003c\/p\u003e \u003cp\u003eAttitude 3.4: Yes 144\u003c\/p\u003e \u003cp\u003eAttitude 3.5: Happiness 148\u003c\/p\u003e \u003cp\u003eAttitude 3.6: Optimism 152\u003c\/p\u003e \u003cp\u003eAttitude 3.7: Expectations 157\u003c\/p\u003e \u003cp\u003eAttitude 3.8: Persistence 161\u003c\/p\u003e \u003cp\u003eAttitude 3.9: Ownership 166\u003c\/p\u003e \u003cp\u003eAttitude 3.10: Illumination 171\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Seven Principle 4: Response 176\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eResponse 4.1: Detail 182\u003c\/p\u003e \u003cp\u003eResponse 4.2: Engagement 187\u003c\/p\u003e \u003cp\u003eResponse 4.3: Urgency 191\u003c\/p\u003e \u003cp\u003eResponse 4.4: Insight 195\u003c\/p\u003e \u003cp\u003eResponse 4.5: Empathy 198\u003c\/p\u003e \u003cp\u003eResponse 4.6: Process 202\u003c\/p\u003e \u003cp\u003eResponse 4.7: Adaptation 206\u003c\/p\u003e \u003cp\u003eResponse 4.8: Validation 212\u003c\/p\u003e \u003cp\u003eResponse 4.9: Anticipation 216\u003c\/p\u003e \u003cp\u003eResponse 4.10: Recovery 220\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III Backstage (The Internal Interface) 225\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Eight Principle 5: Exceptionals 227\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eExceptionals 5.1: Culture 231\u003c\/p\u003e \u003cp\u003eExceptionals 5.2: Excellence 237\u003c\/p\u003e \u003cp\u003eExceptionals 5.3: Ethos 242\u003c\/p\u003e \u003cp\u003eExceptionals 5.4: Accountability 246\u003c\/p\u003e \u003cp\u003eExceptionals 5.5: Teaming 250\u003c\/p\u003e \u003cp\u003eExceptionals 5.6: Investment 256\u003c\/p\u003e \u003cp\u003eExceptionals 5.7: Training 260\u003c\/p\u003e \u003cp\u003eExceptionals 5.8: Development 266\u003c\/p\u003e \u003cp\u003eExceptionals 5.9: Extraordinary 271\u003c\/p\u003e \u003cp\u003eExceptionals 5.10: Enjoyment 277\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Nine Finale: The One Level Challenge: What about You or Your Company Says, “I. C.A.R.E.”? 281\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIndex 287\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49406969577815,"sku":"9781119028659","price":17.85,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781119028659.jpg?v=1730497733","url":"https:\/\/bookcurl.com\/products\/the-experience-9781119028659","provider":"Book Curl","version":"1.0","type":"link"}